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TroubleshootingGuideCompaq Deskpro Familyof Personal Computers

122838-002

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TroubleshootingGuideCompaq Deskpro Familyof Personal Computers

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Notice

The information in this guide is subject to change without notice.

COMPAQ COMPUTER CORPORATION SHALL NOT BE LIABLE FORTECHNICAL OR EDITORIAL ERRORS OR OMISSIONS CONTAINEDHEREIN; NOR FOR INCIDENTAL OR CONSEQUENTIAL DAMAGESRESULTING FROM THE FURNISHING, PERFORMANCE, OR USE OF THISMATERIAL.

This guide contains information protected by copyright. Except for use inconnection with the accompanying Compaq product, no part of this guide may bephotocopied or reproduced in any form without prior written consent from CompaqComputer Corporation.

1999 Compaq Computer Corporation. All rights reserved. Printed in the U.S.A.

Compaq and Deskpro are registered in the U. S. Patent and Trademark Office.

Microsoft, MS-DOS, Windows, Windows NT, and other names of Microsoft productsreferenced herein are trademarks or registered trademarks of Microsoft Corporation.

Product names mentioned herein may be trademarks and/or registered trademarks oftheir respective companies.

The software described in this guide is furnished under a license agreement ornondisclosure agreement. The software may be used or copied only in accordancewith the terms of the agreement.

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! WARNING: Text set off in this manner indicates that failure to followdirections could result in bodily harm or loss of life.

CAUTION: Text set off in this manner indicates that failure to followdirections could result in damage to equipment or loss of information.

Troubleshooting GuideCompaq Deskpro Family of Personal Computers

Second Edition (September 1999)First Edition (June 1999)Part Number 122838-002

Compaq Computer Corporation

Troubleshooting iii

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CONTENTS

chapter 1Troubleshooting

Helpful Hints ............................................................................................................................1-2Solving General Problems ........................................................................................................1-3Solving Disk Problems .............................................................................................................1-5Solving Graphics Problems ......................................................................................................1-7Solving Audio Problems...........................................................................................................1-9Solving Printer Problems..........................................................................................................1-9Solving Hardware Installation Problems ................................................................................1-10Solving Network Problems.....................................................................................................1-11Solving Memory Problems.....................................................................................................1-14Solving SCSI Problems ..........................................................................................................1-14Solving CD-ROM and DVD Problems ..................................................................................1-15Solving Software Problems ....................................................................................................1-15Troubleshooting Using Compaq Intelligent Manageability Features.....................................1-16Compaq Configuration Record Utility ...................................................................................1-16Contacting Compaq Customer Support ..................................................................................1-17

chapter 2POST Error Messages

Error Codes...............................................................................................................................2-1

appendix APassword Security and Cleaing and Resetting CMOS ...................................................................A-1

appendix BComputer Diagnostics ....................................................................................................................... B-1

appendix CDrive Protection System (DPS) ......................................................................................................... C-1

Index ......................................................................................................................................................I-1

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Troubleshooting 1-1

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chapter 1

TROUBLESHOOTINGThis guide provides information on how to identify and correctminor disk, graphics, memory, and software problems. It alsoexplains many of the messages that may be displayed on thescreen, including specific error messages that may appear duringthe Power-On Self-Test (POST) at startup.

POST Message Disabled suppresses most system messagesduring POST, such as memory count and non-error textmessages. In this mode, the Compaq Logo and Web addressappear on the computer monitor. If a POST error occurs, thescreen will display the error message. To manually switch to thePOST Messages Enabled mode during POST, press any key(except F10 or F12). The default mode is POST MessageDisabled.

The speed at which the computer loads the operating system andthe extent to which it is tested are determined by the POSTmode selection.

Quick Boot is a fast startup process that does not run all of thesystem level tests, such as the memory test. Full Boot runs all ofthe ROM-based system tests and takes longer to complete.

Full Boot may also be enabled to run every 1 to 30 days on aregularly scheduled basis. To establish the schedule, reconfigureyour computer to the Full Boot Every xx Days mode, usingComputer Setup.

✎ For more information on Computer Setup, refer to theMaking Hardware Changes guide.

1-2 Troubleshooting

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Helpful Hints If you encounter some minor problem with your computer,monitor, or software, refer to the following list of generalsuggestions before taking further action:

■ Check that the computer and monitor are plugged into aworking electrical outlet.

■ Check to see that the computer is turned on and the greenpower light is on.

■ Check to see that the monitor is turned on and the greenmonitor light is on.

■ Turn up the brightness and contrast controls of the monitorif the monitor is dim.

■ Press and hold any key. If the system beeps, then yourkeyboard should be operating correctly.

■ Check all cable connections for loose connections orincorrect connections.

■ Reconfigure your computer after installing a non–Plug andPlay expansion card or other option. See “Solving HardwareInstallation Problems” for instructions.

■ Be sure that all the needed device drivers have beeninstalled. For example, if you are using a printer, you need aprinter driver.

■ Take out all diskettes from the diskette drives when you turnon your system.

Troubleshooting 1-3



Solving GeneralProblems

You may be able to easily resolve the minor problems describedin this section. If a problem persists and you are unable to resolveit yourself, contact your Compaq authorized dealer or reseller.

Problem Cause Solution

Computer won't turn on Computer is not connected toan external power source.

Connect to an external power source.

Cables to the external powersource are unplugged.

Ensure that cables connecting the computer tothe external power source are plugged inproperly and the wall outlet is active.

A defective PCI or ISA cardhas been installed.

Remove any expansion card that was justinstalled.

Drive power, data, or powersupply cables may not beproperly connected.

Reseat drive power, data, and power supplycables.

Computer appearslocked up and won’t turnoff when the powerbutton is pressed

Software control of the powerswitch is not functional.

Press and hold the power button until thecomputer turns off.

Computer date and timedisplay is incorrect

RTC (real-time clock) batterymay need to be replaced.Battery life is approximately5 years.

First, reset the date and time under ControlPanel. If the problem persists, replace the RTCbattery. Refer to the Making Hardware Changesguide for instructions on installing a new battery,or contact your Compaq authorized dealer orreseller for RTC battery replacement.

Computer powered offautomatically(Red power LED blinksfour times per second.)

The unit temperature wasexceeded. The fan may beblocked.

1. Unit is in an exceedingly hot environment.Let it cool down.

2. Ensure computer air vents are not blockedand internal fan is running.

3. Contact your Compaq authorized reseller orservice provider.

The unit temperature wasexceeded because the computerwas functioning with the cover oraccess panel removed.

Replace cover or access panel, and let thecomputer cool down before attempting to turn onpower to the computer.

Computer appears topause periodically

Network driver is loaded andno network connection isestablished.

Establish a network connection, or useComputer Setup or Windows Device Manager todisable the network controller.

Continued

1-4 Troubleshooting



Solving General Problems Continued


Cannot remove computercover or access panel

Smart Cover Lock, featured onsome computers, is locked.

Unlock the Smart Cover Lock using ComputerSetup (F10 Setup).

The Smart Cover FailSafe Key, a device formanually disabling the Smart Cover Lock, isavailable from Compaq. You’ll need the FailSafeKey in case of forgotten password, power loss,or computer malfunction.

Cursor will not moveusing the arrow keys onthe keypad

The Num Lock key may be on. Press the Num Lock key. The Num Lock lightshould not be on if you want to use the arrowkeys.

Troubleshooting 1-5



Solving DiskProblems

Common causes and solutions for disk problems are listed in thefollowing table:

✎ You may need to reconfigure the computer when you add orremove hardware, such as an additional diskette drive. See“Solving Hardware Installation Problems” for instructions.


Diskette drive lightstays on

Diskette is damaged. In Windows 95 or 98, run ScanDisk. Click Start �Programs � Accessories � System Tools �ScanDisk.In Windows NT, right click Start, click Explore, andselect a drive. Select File � Properties � Tools.Under Error-checking, click Check Now.

Diskette is incorrectlyinserted.

Remove diskette and reinsert.

Drive button is not pushed in. Push in drive button.

Software program isdamaged.

Check the program diskettes.

Drive cable is not properlyconnected.

Reconnect drive cable.

Diskette drive cannotwrite to a diskette

Diskette is not formatted. Format the diskette.

Diskette is write-protected. Use another diskette or remove the writeprotection.

Writing to the wrong drive. Check the drive letter in your path statement.

Not enough space is left onthe diskette.

Use another diskette.

Diskette write control isenabled.

Use Computer Setup to check your storagesecurity feature disabled settings.

Continued

1-6 Troubleshooting



Solving Disk Problems Continued


Cannot formatdiskette

Invalid media reported. When formatting a disk in DOS, you may need tospecify diskette capacity. For example, to formata 1.44-MB diskette, type the following commandat the DOS prompt:

FORMAT A: /F:1440

A problem hasoccurred with a disktransaction

The directory structure isbad, or there is a problemwith a file.

In Windows 95 or 98, run ScanDisk. ClickStart � Programs � Accessories � SystemTools � ScanDisk.In Windows NT, right click Start, click Explore,and select a drive. Select File � Properties �Tools. Under Error-checking, click Check Now.

Diskette drive cannotread a diskette

Diskette is not formatted. Format the diskette.

You are using the wrongdiskette type for the drivetype.

Check the type of drive you are using and usethe correct diskette type.

Drive not found Cable is loose. Reseat diskette drive cable.

Computer configuration doesnot recognize seconddiskette drive.

Use Computer Setup (F10 Setup) to enable thesecond diskette drive. Select Diskettes from theStorage menu.

Second Ultra ATAhard drive does notperform optimally

You are using the wrongcable for the drive type.

Reinstall the second Ultra ATA hard drive usingan 80-conductor cable. The 80-conductor cable isstandard on select models.

Nonsystem diskmessage

The system is trying to startfrom a nonsystem diskette.

Remove the diskette from the drive.

Troubleshooting 1-7



Solving GraphicsProblems

If you encounter graphics problems, refer to the documentationthat came with your monitor and to the common causes andsolutions listed in the following table:


Blank screen Monitor is not turned on andthe monitor light is not on.

Turn on the monitor and check that the monitor lightis on.

The cable connections arenot correct.

Check the cable connection from the monitor to thecomputer and to the electrical outlet.

The energy saver featurehas been enabled.

Press any key or click the mouse button and, if set,type your password.

The RGB (Red, Green,Blue) input switch on themonitor is incorrectly set.

Set the monitor’s RGB input switch to 75 ohms and,if there is a sync switch, set it to External.

System ROM is bad; systemis running in Failsafe BootBlock mode (indicated byone long beep and threeshort beeps).

Reflash the ROM using a ROMPaq diskette. Referto the “Failsafe Boot Block ROM” section of theDesktop Management guide for more information.

You are using a fixed-syncmonitor and it won't sync atthe resolution chosen.

Be sure that the monitor can accept the samesweep rate as the resolution chosen.

The VGA/BNC selectorswitch is not properly set.

Set the selector switch to agree with the cableconnection.

Monitor does notfunction properly whenused with energysaver features

Monitor without energysaver capabilities is beingused with energy saverfeatures enabled.

Disable monitor energy saver feature.

Continued

1-8 Troubleshooting



Solving Graphics Problems Continued


Graphics colors arewrong

The cabling or monitorimpedance is incorrect.

1. If you are using BNC cables, be sure that theRed, Green, and Blue BNC cables areconnected to the corresponding monitorconnectors.

2. Be sure your monitor’s RGB inputs are set to75 ohms.

Dim characters The brightness and contrastcontrols are not set properly.

Adjust the monitor brightness and contrastcontrols.

Cables are not properlyconnected.

Check that the graphics cable is securelyconnected to the graphics card and the monitor.

The RGB switch on the backof the monitor is incorrectlyset.

Set the RGB switch (and sync options, if thisoption is available) to 75 ohms, with the sync setto external. Refer to the documentation includedwith the monitor.

Blurry video orrequested resolutioncannot be set

If the graphics controller wasupgraded, the correctgraphics drivers may not beloaded.

Install the video drivers on the diskette includedin the upgrade kit.

Screen goes blank You may have a screenblanking utility installed orenergy saver features areenabled.

Press any key or type password.

The picture is brokenup, or it rolls, jitters, orblinks

The monitor connectionsmay be incomplete or themonitor may be incorrectlyadjusted.

1. Be sure the monitor cable is securelyconnected to the computer.

2. In a 2-monitor system or if another monitor isin close proximity, be sure the monitors arenot interfering with each other’selectromagnetic field by moving them apart.

3. Fluorescent lights or fans may be too closeto the monitor.

Monitor overheats There is not enoughventilation space for properairflow.

Leave at least 3 inches (7.6 cm) of ventilationspace. Be sure there is nothing sitting on top ofthe monitor obstructing the air flow.

Troubleshooting 1-9



Solving AudioProblems

If your computer has audio features and you encounter audioproblems, refer to the common causes and solutions listed in thefollowing table:


Sound does not come outof the speaker orheadphones

Software volume control isturned down.

Double click on the speaker icon onthe taskbar, then set volume byadjusting the volume slider.

CD-ROM or DVD volumecontrol on the front of thecomputer is turned down.

Turn the volume control knob on frontof computer to increase the volume.

Solving PrinterProblems

If you encounter printer problems, refer to the documentationthat came with your printer and to the common causes andsolutions listed in the following table:


Printer will notprint

Printer is not turned on and online. Turn the printer on and make sure it is online.

The correct printer drivers for yourapplication are not installed.

Install the correct printer drivers for your application.

If you are on a network, you maynot have made the connection tothe printer.

Make the proper network connections to the printer.

Printer will notturn on

The cables may not be connectedproperly.

Reconnect all cables and check the power cord andelectrical outlet.

Prints garbledinformation

The correct printer driver for yourapplication is not installed.

Install the correct printer driver for your application.

The cables may not be connectedproperly.

Reconnect all cables.

Printer isoffline

The printer may be out of paper. Check the paper tray and refill it if it is empty. Selectonline.

1-10 Troubleshooting



SolvingHardwareInstallationProblems

You may need to reconfigure the computer when you add or removehardware, such as an additional diskette drive. If you install a Plug andPlay device, Windows 95 and Windows 98 automatically recognize thedevice and configure the computer. If you install a non–Plug and Playdevice, you must reconfigure the computer after completing installationof the new hardware. In Windows 95 and Windows 98, select the AddNew Hardware icon in the Control Panel and follow the instructionsthat appear on the screen. To reconfigure the computer in Windows NT4.0 after installing new hardware, use the utility provided with thehardware.


A new device is notrecognized as part ofthe computer system

The computer needs to bereconfigured to recognize thedevice.

Follow the reconfiguration instructions above.

Cable(s) of new externaldevice are loose or powercables are unplugged.

Ensure that all cables are properly and securelyconnected and that pins in the cable or connectorare not bent down.

Power switch of new externaldevice is not turned on.

Turn off the computer, turn on the externaldevice, then turn on the computer to integrate thedevice with the computer system.

Troubleshooting 1-11



Solving NetworkProblems

Some common causes and solutions for network problems arelisted in the following table. These guidelines do not discuss theprocess of debugging the network cabling.


Remote Wakeup featureis not functioning

The Remote Wakeup featureis not available when using anAUI network connection.

Use an RJ-45 network connection.

Remote Wakeup is notenabled.

Use the Network control applicationto enable Remote Wakeup. Refer tothe Desktop Management guide.

Network driver does notdetect network controller

Network controller is disabled. Run Computer Setup and enablenetwork controller.

Network status link lightdoes not turn on orflashes

No active network is detected. Check cabling and networkequipment for proper connection.

Network controller is not set upproperly.

Use the Network control applicationto verify that device is workingproperly. Refer to the Using NetworkCommunications guide.

System is configured for AUIconnection.

No solution; link LED does not applyto AUI connections.

Network driver is not properlyloaded.

Reinstall network drivers. Refer to theUsing Network Communicationsguide.

System cannot autosense thenetwork.

Disable autosensing capabilities andforce the system into the correctoperating mode. Refer to the UsingNetwork Communications guide.

Continued




Solving Network Problems continued


Diagnostics reports afailure

The cable is not securelyconnected.

Ensure that the cable is securelyattached to the network connectorand that the other end of the cable issecurely attached to the correctdevice.

The cable is attached to theincorrect connector.

Ensure that the cable is attached tothe correct connector.

There is a problem with thecable or a device at the otherend of the cable.

Ensure that the cable and device atthe other end are operating correctly.

The network controller isdefective.

Contact your Compaq authorizedservice provider.

Network controller interrupt isshared with an expansioncard.

Under the Computer Setup Advancedmenu, change the resource settingsfor the card.

Diagnostics passes, butthe computer does notcommunicate with thenetwork

Network drivers are notloaded, or driver parametersdo not match currentconfiguration.

Make sure the network drivers areloaded and that the driver parametersmatch the configuration of thenetwork controller.

The network controller is notconfigured for this computer.

Select the Network icon at the ControlPanel and configure the networkcontroller.

Continued




Solving Network Problems continued


Network controllerstopped working when anexpansion board wasadded to the computer

Network controller interrupt isshared with an expansionboard.

Under the Computer Setup Advancedmenu, change the resource settingsfor the board.

The network controller requiresdrivers.

Verify that the drivers were notaccidentally deleted when the driversfor a new expansion board wereinstalled.

The files containing thenetwork drivers are corrupted.

Reinstall the network drivers, usingthe Compaq Restore CD.

Network controllerstopped working withoutapparent cause

The files containing thenetwork drivers are corrupted.

Reinstall the network drivers, usingthe Compaq Restore CD.

The cable is not securelyconnected.

Ensure that the cable is securelyattached to the network connectorand that the other end of the cable issecurely attached to the correctdevice.

The network controller isdefective.

Contact your Compaq authorizedservice provider.

New network card will notboot

New network card may not beCompaq compatible.

Install Compaq-compatible NIC orchange boot sequence to boot fromanother device.

Cannot connect tonetwork server whenattempting RemoteSystem Installation

The network controller is notconfigured properly.

Run Computer Setup (F10 Setup)and modify the NIC Settings.




Solving MemoryProblems

If you encounter memory problems, some common causes andsolutions are listed in the following table:


System won't boot ordoes not functionproperly after installingadditional memorymodules

Memory module is not thecorrect type or speed grade forthe system or the new memorymodule is not seated properly.

Replace module with the correct industry-standard device for your computer.

Out of Memory error Memory configuration may notbe set up correctly.

Use the Device Manager to check memoryconfiguration.

You have run out of memory torun the application.

Check the application documentation todetermine the memory requirements.

Memory count duringPOST is wrong

The memory modules may notbe installed correctly.

Check that the memory modules have beeninstalled correctly and that proper modules areused.

Insufficient memoryerror during operation

Too many Terminate and StayResident programs (TSRs) areinstalled.

Delete any TSRs that you do not need.

You have run out of memoryfor your application.

Check the memory requirements for theapplication or add more memory to thecomputer.

Solving SCSIProblems

If you encounter SCSI device problems, refer to the commoncauses and solutions listed in the following table:


System with IDE andSCSI drives will not bootfrom SCSI hard drive

The IDE drive is not disabledthrough the Computer Setuputility.

Under the Computer Setup Advancedmenu, disable the primary IDEcontroller.

System without an IDEdrive will not boot from aSCSI drive

The SCSI drive is notconfigured correctly.

Ensure that drive cabling and jumpersare set correctly. To boot a SCSI drive,the drive ID number must be set to 0.




Solving CD-ROM andDVD Problems

If you encounter CD-ROM or DVD problems, refer to thecommon causes and solutions listed in the following table orto the documentation that came with the optional device.


System will not bootfrom CD-ROM or DVDdrive

The CD-ROM or DVD boot isnot enabled through theComputer Setup utility.

Run the Computer Setup utility (F10 Setup) and setthe drive priorities.

Non-bootable CD in drive. Try a bootable CD in the drive.

CD-ROM or DVDdevices are notdetected or driver isnot loaded

Drive is not connectedproperly or not properlyconfigured.

Refer to the documentation that came with theoptional device.

Movie will not play inthe DVD drive

Movie may be regionalized fora different country.

Refer to the documentation that came with the DVDdrive.

Solving SoftwareProblems

Most software problems occur as a result of the following:

■ The application was not installed or configuredcorrectly.

■ There is insufficient memory available to run theapplication.

■ There is a conflict between applications.

Where available, run the Compaq Configuration Utility todetermine if any changes have been made to the software whichmay be causing a problem. Refer to the online IntelligentManageability guide for more information.




TroubleshootingUsing CompaqIntelligentManageabilityFeatures

The Local Alert Pop-Up Dialog notifies you of an impending oractual hardware failure. If the computer is connected to anetwork and the Compaq Insight Management Agents areinstalled and configured, a Simple Network ManagementProtocol (SNMP) trap (message) is sent to the specified SNMP-compliant management application.

The Local Alert Pop-Up Dialog also tells you the steps you needto take prior to a hardware failure to avoid loss of data anddamage to the computer. The system administrator can create acustomized action message that might include contact telephoneor pager numbers.

To close the Local Alert Pop-Up Dialog, click the Close button.To retrieve fault information after closing the dialog, runComputer Diagnostics.

For more detailed information, refer to the online IntelligentManageability guide and the Desktop Management guide.

CompaqConfigurationRecord Utility

Compaq Configuration Record Utility is an online information-gathering tool similar to other Compaq management tools. Itgathers critical hardware and software information from varioussources to give a complete view of the computer. ConfigurationRecord Utility provides a means for automatically identifyingand comparing configuration changes, and has the ability tomaintain a computer configuration history. The information canbe saved as a history of multiple sessions.

This utility was developed to allow resolution of problemswithout taking the computer off-line and to assist in maximizingcomputer availability. The information obtained by the utility isuseful in troubleshooting computer problems, and streamlinesthe service process by enabling quick and easy identification ofcomputer configurations, which is the first step in resolvingservice cases.

The Compaq Configuration Record Utility is accessed via anicon in the Control Panel. When running the utility, informationis automatically gathered on such items as the operating systemversion number, operating system parameters, and the operatingsystem startup files. The utility then combines this informationwith information on the hardware configuration to deliver acomprehensive view of the computer.




Contacting CompaqCustomer Support

For help and service, contact your Compaq authorized reselleror dealer. For a list of phone numbers, consult the warranty.

✎ If you take your computer to a Compaq authorized reseller,dealer, or service provider for service, remember to providethe setup and power-on passwords, if they are set.

Troubleshooting 2-1



chapter 2

POST ERROR MESSAGES

Error Codes This chapter lists the error codes that you may encounter duringthe Power-On Self-Test (POST) or computer restart, theprobable source of the problem, and what steps you can take toresolve the error condition.

Power-On Self-Test Messages

Message Beeps* Probable Cause Recommended Action

101-Option ROMError

1L, 1S System ROM checksum. 1. Verify the correct ROM

2. Flash the ROM if needed.

3. If an expansion card was recentlyadded, remove it and see if theproblem remains.

4. If the message disappears, theremay be a problem with theexpansion card.

5. Replace the system board.

102-System BoardFailure

None DMA, timers, etc. 1. Clear CMOS.

2. Remove expansion boards.


103-System BoardFailure

None DMA, timers, etc. 1. Clear CMOS.

2. Remove expansion boards.


* L = Long, S = Short Continued

2-2 POST Error Messages



Power-On Self-Test Messages Continued


162-System OptionsNot Set

2S Configuration incorrect.


Run Computer Setup (F10 Setup).

Reset the date and time under ControlPanel. If the problem persists, replacethe RTC battery. Refer to the MakingHardware Changes guide forinstructions on installing a new battery,or contact your Compaq authorizeddealer or reseller for RTC batteryreplacement.

163-Time & DateNot Set

2S Invalid time or date inconfiguration memory.


CMOS jumper may not beproperly installed

Reset the date and time under ControlPanel. If the problem persists, replacethe RTC battery. Refer to the MakingHardware Changes guide forinstructions on installing a new battery,or contact your Compaq authorizeddealer or reseller for RTC batteryreplacement.

Check for proper placement of theCMOS jumper (if applicable).

164-Memory SizeError

2S Memory configurationincorrect.

1. Run Computer Setup (F10 Setup)or Windows utilities.

2. Make sure your memorymodule(s) are installed properly.

3. Verify proper memory moduletype.

183-InvalidProcessor JumperSetting

2S System board jumperimproperly set.

Reset system board jumpers to matchprocessor and bus speeds (selectmodels).


Troubleshooting 2-3





201-Memory Error None RAM failure. 1. Run Computer Setup (F10 Setup)or Windows utilities.

2. Ensure memory and continuitymodules are installed correctly.


4. Remove and replace the memorymodule(s) one at a time to isolatefaulty module.

5. Replace faulty memory module(s).

6. If error persists after replacingmemory modules, replace thesystem board.

202-Memory TypeMismatch

None Memory modules do notmatch each other.

Replace memory modules withmatched sets.

207-ECC CorrectedSingle Bit Errors inDIMM/SIMM Pair(s)x,x in MemoryModule Socket(s)y,y,…

2S Single Bit ECC error. 1. Verify proper memory moduletype.

2. Try another memory socket.

3. Replace memory module ifproblem persists.

213-IncompatibleDIMM Module inDIMM Socket(s) X,X, …

2S A DIMM module in DIMMsocket identified in the errormessage is missing criticalSPD information, or isincompatible with the chipset.


2. Try another memory socket.

3. Replace DIMM with a moduleconforming to the SPD standard.

301-Keyboard Error None Keyboard failure. 1. Reconnect keyboard withcomputer turned off.

2. Check connector for bent ormissing pins.

3. Ensure that none of the keys aredepressed.

4. Replace keyboard.







304-Keyboard orSystem Unit Error

None Keyboard failure. 1. Reconnect the keyboard withcomputer turned off.

2. Ensure that none of the keys aredepressed.

3. Replace the keyboard.


401-Parallel Port 1Address AssignmentConflict

2S IRQ address conflicts withanother device.

Reset the IRQ.

403-Parallel Port 3Address ConflictDetected


Reset the IRQ.

404-Parallel PortAddress ConflictDetected

2S Both external and internalports are assigned to parallelport X.

1. Remove any parallel portexpansion cards.

2. Clear CMOS.

3. Reconfigure card resources and/orrun Computer Setup (F10 Setup).

410-Audio InterruptConflict


Reset the IRQ.

411-NetworkInterface CardInterrupt Conflict


Reset the IRQ.

501-Display AdapterFailure

1L, 2S Graphics display controller. 1. Reseat the graphics card (ifapplicable).

2. Clear CMOS.

3. Verify monitor is attached andturned on.

4. Replace the graphics controller.


Troubleshooting 2-5





601-DisketteController Error

None Diskette controller circuitry orfloppy drive circuitry incorrect.

1. Run Computer Setup (F10 Setup).

2. Check and/or replace cables.

3. Clear CMOS.

4. Replace diskette drive.


602-Diskette BootRecord Error

None Diskette in Drive A notbootable.

Replace the diskette.

605-Diskette DriveType Error

2S Mismatch in drive type. 1. Run Computer Setup (F10 Setup)or Windows NT, Windows 95, orWindows 98 utilities.

2. Disconnect any other diskettecontroller devices (tape drives).

3. Clear CMOS.

610-ExternalStorage DeviceFailure

None External tape drive notconnected.

Reinstall tape drive or press F1 andallow system to reconfigure without thedrive.

611-Primary FloppyPort AddressAssignment Conflict

2S Configuration error. 1. Run Computer Setup (F10 Setup).

2. Remove expansion cards.

3. Clear CMOS.

612-SecondaryFloppy Port AddressAssignment Conflict

2S Configuration error. 1. Run Computer Setup (F10 Setup).

2. Remove expansion cards.

3. Clear CMOS.

660-Display cache isdetected unreliable

None Integrated graphics controllerdisplay cache not workingproperly and will be disabled.

Replace system board if minimalgraphics degrading is an issue.

912- ComputerCover Has BeenRemoved Since LastSystem Startup

None No action required.







914-Hood Lock Coilis not Connected

None Smart Cover Lock mechanismis missing or not connected.

1. Reconnect or replace Smart CoverLock.

2. Reseat or replace Smart CoverLock cable.

916-Thermal Sensorfrom ProcessorHeatsink is notConnected

None Processor heatsink cable notconnected to system board.

Reseat or replace the processorheatsink cable going to the systemboard.

917-Expansion Risernot Detected

None Riser board not seated or notinstalled.

Install riser board if missing or removeand reseat to ensure good connection.

1151-Serial Port 1Address ConflictDetected

2S Both external and internalserial ports are assigned toCOM1.

1. Remove any serial port expansioncards.

2. Clear CMOS.


1152- Serial Port 2Address ConflictDetected

2S Both external and internalserial ports are assigned toCOM2.


2. Clear CMOS.


1155-Serial PortAddress ConflictDetected

2S Both external and internalserial ports are assigned tosame IRQ.


2. Clear CMOS.


1201-System AudioAddress ConflictDetected

2S Device IRQ address conflictswith another device.

Reset the IRQ.


Troubleshooting 2-7





1202-MIDI PortAddress ConflictDetected


Reset the IRQ.

1203-Game PortAddress ConflictDetected


Reset the IRQ.

1720-SMART HardDrive DetectsImminent Failure

None Hard drive is about to fail.(Some hard drives have afirmware patch that will fix anerroneous error message).

1. Determine if hard drive is givingcorrect error message. Run theDrive Protection System test ifavailable.

2. Apply firmware patch if applicable.

3. Back up contents and replace harddrive.

1721-SMART SCSIHard Drive DetectsImminent Failure

None Hard drive is about to fail.(Some hard drives have afirmware patch that will fix anerroneous error message).

1. Determine if hard drive is givingcorrect error message.

2. Apply firmware patch if applicable.

3. Back up contents and replace harddrive.

1771-Primary DiskPort AddressAssignment Conflict

2S Internal and external harddrive controllers are bothassigned to the primaryaddress.


2. Clear CMOS.








1772-SecondaryDisk Port AddressAssignment Conflict

2S Internal and external harddrive controllers are bothassigned to the secondaryaddress.


2. Clear CMOS.


1780-Disk 0 Failure None Hard drive/format error. 1. Run Computer Setup (F10 Setup).

2. Clear CMOS.

3. Check cables/jumper settings.

4. Run hard drive diagnostics.

5. Disconnect additional drives.

6. Run the Drive Protection Systemtest if available.

7. Replace the hard drive.

1781-Disk 1 Failure None Hard drive/format error. 1. Run Computer Setup (F10 Setup).

2. Clear CMOS.

3. Check cables/jumper settings.






Troubleshooting 2-9





1782-Disk ControllerFailure

None Hard drive circuitry error. 1. Run Computer Setup (F10 Setup).

2. Clear CMOS.

3. Check cable seating/jumpersettings.






1790-Disk 0 Error None Hard drive error or wrongdrive type.


2. Clear CMOS.

3. Check cable seating jumpersettings.



6. Confirm drive is supported on thiscomputer (large drive ROMsupport).










1791-Disk 1 Error None Hard drive error or wrongdrive type.


2. Clear CMOS.




6. Confirm drive is supported on thiscomputer (large drive ROMsupport).




1792-SecondaryDisk ControllerFailure


2. Clear CMOS.






1793-SecondaryController or DiskFailure


2. Clear CMOS.












1800-TemperatureAlert

None Internal temperature exceedsspecification.

1. Check that computer air vents arenot blocked and cooling fan isrunning.

2. Verify processor speed selection.

3. Replace the processor.


1801 None Processor not supported byROM Bios.

Upgrade BIOS to proper version.

Audible 1L, 3S System ROM is bad; systemis running in Failsafe BootBlock mode.

Reflash the ROM using a ROMPaqdiskette. Refer to the “Failsafe BootBlock ROM” section of the IntelligentManageability guide.

Audible 2S Power-on successful. None.

Flashing Caps LockLED on Keyboard

1L, 2S Graphics controller notpresent or incorrectlyinitialized.

1. Following directions in Appendix Ato clear CMOS.

2. If graphics card has been added,remove and reseat.

Flashing Num LockLED on Keyboard

1S, 2L System memory not present. 1. Check memory module (refer tothe relevant section of the MakingHardware Changes guide).

2. Remove and reseat memorymodule.

3. See the “Solving MemoryProblems” section of this guide.

Num Lock LED ON(keyboard)

None Failed Boot Block. Reflash the ROM using a ROMPaqdiskette. Refer to the “Failsafe BootBlock ROM” section of the IntelligentManageability guide.

Flashing Scroll LockLED on keyboard

2L, 1S System board hardwarefailure (prior to graphics).

Replace system board.







Green Power LEDBlinks 1x / Second.

None Computer in normal Suspendmode.

None

Green Power LEDOn

None Computer on. None

Invalid ElectronicSerial Number

None Electronic serial number hasbecome corrupted.

Run Computer Setup. If Setup alreadyhas data in the field or will not allow theserial number to be entered, downloadfrom www.compaq.com and runSP5572.EXE (SNZERO.EXE).

Flashing Power andHard Drive GreenLEDs

None Unseated riser board. 1. Remove riser board.

2. Wipe connector.

3. Reinstall (refer to the MakingHardware Changes guide fordirections on removing the riserboard).

Red Power LEDBlinks Every 2 ormore Seconds.

None Power supply overloaded. 1. Push in power button. LED shouldbe green.

2. Remove all AC power fromcomputer, wait 30 seconds, thenapply power.

3. Remove load from power supplyby removing options one at a timeuntil computer runs.

4. Check for damage to systemboard.

5. Replace system board.

6. Replace power supply.

Red Power LEDBlinks Every Second

None System memory error. 1. Check memory module (refer tothe relevant section of the MakingHardware Changes guide).

2. Remove and reseat memorymodule.

3. See the “Solving MemoryProblems” section of this guide.







Red Power LEDBlinks Four Timesper Second

None Computer overheated. 1. Install computer cover or accesspanel if necessary.

2. Ensure that computer air vents arenot blocked and internal fan isrunning.

Red Power LED On None Processor unseated. Reseat processor in system board.

* L = Long, S = Short

✎ If you have replaced the standard keyboard with a Universal Serial Bus (USB) keyboard, youwill hear the beep sequences for these error codes but will not see the flashing keyboard lights.

Troubleshooting A-1

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appendix APASSWORD SECURITY ANDCLEARING AND RESETTING CMOS

This computer supports security password features, which canbe established through the Computer Setup Utilities menu.

This computer supports two security password features that areestablished through the Computer Setup (F10 Setup) Utilitiesmenu: setup password and power-on password. When youestablish only a setup password, any user can access all theinformation on the computer except Computer Setup (F10Setup). When you establish only a power-on password, thepower-on password is required to access Computer Setup (F10Setup) and any other information on the computer. When youestablish both passwords, only the setup password will give youaccess to Computer Setup (F10 Setup).

When both passwords are set, the setup password can also beused in place of the power-on password as an override to loginto the computer. This is a useful feature for a networkadministrator.

If you forget the password for your computer, there are twomethods for clearing that password so you may gain access tothe information on the computer:

■ Resetting the password jumper

■ Using the Clear CMOS button

CAUTION: Pushing the CMOS button will reset CMOS values tofactory defaults and will erase any customized informationincluding passwords, asset numbers, and special settings.

A-2 Password Security and Cleaning and Resetting CMOS



Resetting thePassword Jumper

To disable the power-on or setup password features, or toclear the power-on or setup passwords, complete thefollowing steps:

1. Turn off the computer and any external devices, anddisconnect the power cord from the power outlet.

2. Disconnect the keyboard, monitor, and any other externaldevices connected to the computer.

! WARNING: To reduce the risk of personal injury from electricalshock and/or hot surfaces, be sure to disconnect the power cordfrom the wall outlet, and allow the internal system components tocool before touching.

CAUTION: When the computer is plugged in, the power supplyalways has voltage applied to the system board even when the unitis turned off. Failure to disconnect the power cord can result indamage to the system.

CAUTION: Static electricity can damage the electroniccomponents of the computer or optional equipment. Beforebeginning these procedures, ensure that you are discharged ofstatic electricity by briefly touching a grounded metal object. Referto the Safety & Regulatory Information guide for more information.

3. Remove the computer cover or access panel.

Troubleshooting A-3



4. Locate the header and jumper labeled E49.

Location and Identification of the Password Jumper on a Compaq Deskpro EP SystemBoard (Intel 810 Chipset)

Location and Identification of the Password Jumper on a Compaq Deskpro EN SystemBoard (Intel 810 Chipset)




Location and Identification of the Password Jumper on a Compaq Deskpro EN SFF, Front-Mounted Audio Solution System Board (Intel 810 Chipset)

5. Remove the jumper from pins 1 and 2. Place the jumperover pin 2 only, in order to avoid losing it.

6. Replace the computer cover or access panel.

7. Reconnect the external equipment.

8. Plug in the computer and turn on power. Allow theoperating system to start. This clears the current passwordsand disables the password features.

9. To re-enable the password features, repeat steps 1-4, thenreplace the jumper on pins 1 and 2.

Repeat steps 6-8, then establish new passwords. Refer tothe Making Hardware Changes guide for Computer Setup(F10 Setup) instructions.

Troubleshooting A-5



Clearing andResetting the CMOS

The computer’s configuration memory (CMOS) storespassword information as well information about the computer’sconfiguration.

Using the CMOS Button

1. Turn off the computer and any external devices, anddisconnect the power cord from the power outlet.

2. Disconnect the keyboard, monitor, and any other externalequipment connected to the computer.

! WARNING: To reduce the risk of personal injury from electricalshock and/or hot surfaces, be sure to disconnect the power cordfrom the wall outlet, and allow the internal system components tocool before touching.

CAUTION: When the computer is plugged in, the power supplyalways has voltage applied to the system board even when the unitis turned off. Failure to disconnect the power cord can result indamage to the system.

CAUTION: Static electricity can damage the electroniccomponents of the computer or optional equipment. Beforebeginning these procedures, ensure that you are discharged ofstatic electricity by briefly touching a grounded metal object. Referto the Safety & Regulatory Information guide for more information.

3. Remove the computer cover or access panel.




4. Locate, press, and hold the CMOS button in for 5 seconds.

CAUTION: Pushing the CMOS button will reset CMOS values tofactory defaults and will erase any customized informationincluding passwords, asset numbers, and special settings.

CMOS Pushbutton

5. Replace the computer cover or access panel.

6. Reconnect the external devices.

7. Plug in the computer and turn on power.

✎ You will need to reset your passwords and any special systemsetups. Refer to the “Using Computer Setup” section below forfurther instructions.

Using Computer Setup to Reset CMOS

To reset CMOS, you must first access the Computer Setup (F10Setup) Utilities menu.

When the Computer Setup (F10 Setup) message appears in thelower-right corner of the screen, press the F10 key. Press Enterto bypass the title screen, if necessary.

Troubleshooting A-7



✎ If you do not press the F10 key while the message isdisplayed, you must turn the computer off, then on again,to access the utility.

A choice of five headings appears in the Computer Setup (F10Setup) Utilities menu: File, Storage, Security, Power, andAdvanced.

To reset CMOS to the factory default settings use the arrowkeys or the Tab key to select File→Set Defaults and Exit.

Refer to the Desktop Management guide for further instructionson reestablishing passwords. For instructions on ComputerSetup (F10 Setup), see Making Hardware Changes.

Troubleshooting B-1

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appendix BCOMPUTER DIAGNOSTICS

Compaq Diagnosticsfor Windows

Compaq Diagnostics for Windows is a component of IntelligentManageability that allows you to view:

■ System overview

■ AssetControl information

■ Input devices

■ Communications ports

■ Storage devices

■ Graphics information

■ Memory configuration

■ Security management settings

■ System health

■ Operating system

■ Windows version

Depending on the version, Compaq Diagnostics for Windowsmay include diagnostic tests to determine if all the devicesinstalled on the computer are recognized by the system and arefunctioning properly.

B-2 Computer Diagnostics



Using Compaq Diagnostics for Windows

1. Select the Compaq Diagnostics icon, located in the ControlPanel.

The screen displays an overview of the computer hardwareand software.

2. For specific hardware and software information, select acategory from the Categories menu or from the toolbar.

✎ As you move your cursor over the toolbar icons, thecorresponding category names appear near the cursor.

3. To display more detailed information in a selectedcategory, click More in the Information Level box.

4. Review and print this information and, if necessary, discussit with your authorized Compaq reseller or serviceprovider.

✎ To print the information, click File, then select Print.Select one of the following options: Detailed Report (AllCategories), Summary Report (All Categories), or CurrentCategory. Click OK to print the report you selected.

5. To exit Compaq Diagnostics for Windows, click File, thenclick Exit.

Troubleshooting B-3



Running Diagnostic Tests

If your version of Compaq Diagnostics for Windows includesdiagnostic testing utilities, four tabs will appear next toOverview: Test, Status, Log, and Error.

1. Select the Test tab.

2. Select one of the following options:

❏ Quick Test—Runs a quick, general test on eachdevice with a minimal number of prompts.

❏ Complete Test—Runs maximum testing of eachdevice with minimal prompts.

❏ Custom Test—Runs only the tests you select. Toselect specific devices or tests, find the device in thelist, then click the box beside each test to select ordeselect it. When selected, a red check mark appears inthe box.

3. Select Interactive Mode or Unattended Mode.

In Interactive Mode, the diagnostic software will promptyou for input during tests that require it. Some tests requireinteraction and will display errors or halt testing if selectedin conjunction with Unattended Mode.

4. Click the Begin Testing button.Test Status is displayed, showing the progress and result ofeach test.

5. If errors are found, click the Error tab to display moredetailed information and recommended actions. Byfollowing the recommended actions, you may be able tosolve some problems yourself.

6. Click Print or Save the error information in case you needto contact your Compaq authorized dealer, reseller, orservice provider for assistance.

7. To exit Compaq Diagnostics for Windows, click File, thenclick Exit.

Troubleshooting C-1


File Name appc.doc Part Number 122838-002

appendix CDRIVE PROTECTION SYSTEM(DPS)

Introducing theDrive ProtectionSystem

The Compaq Drive Protection System (DPS) is a diagnostictool built into the hard drives installed in select CompaqDeskpro computers. DPS is designed to help diagnose problemsthat might result in unwarranted hard drive replacement.

When Compaq Deskpro Computers are built, each installed harddrive is tested using DPS and a permanent record of keyinformation is written onto the drive. Each time DPS is run, testresults are written to the hard drive. Your service provider canuse this information to help diagnose conditions that caused youto run the DPS software.

Running DPS will not affect any programs or data stored on thehard drive. The test resides in the hard drive firmware and canbe executed even if the computer will not boot to an operatingsystem. The time required to execute the test depends on themanufacturer and size of the hard drive; in most cases, the testwill take approximately 2 minutes per gigabyte.

Use DPS when you suspect a hard drive problem. If thecomputer reports a SMART Hard Drive Detect ImminentFailure message, there is no need to run DPS; instead, back upthe information on the hard drive and contact your Compaqservice provider for a replacement hard drive.

C-2 Drive Protection System (DPS)



Accessing DPSThrough CompaqDiagnostics forWindows

To access DPS through Compaq Diagnostics for Windows,perform the following steps:

1. Turn on the computer and select My Computer→ControlPanel→Compaq Diagnostics.A choice of five possible headings appears in theDiagnostics screen: Overview, Test, Status, Log, and Error.

2. Select Test→Type of TestA choice of three tests appear: Quick Test, Complete Test,and Custom Test.

3. Select Custom Test.A choice of two test modes is offered: Interactive Modeand Unattended Mode.

4. Select Interactive Test→Storage→Hard Drives.

5. Select the specific drive(s) to be tested→Drive ProtectionSystem Test→Begin Testing.

When the test has been completed, one of three messages will bedisplayed for each of the drives tested:

■ Test Succeeded. Completion Code 0.

■ Test Aborted. Completion Code 1 or 2.

■ Test Failed. Drive Replacement Recommended. CompletionCode 3 through 14.

If the test failed, the completion code should be recorded andreported to your service provider for help in diagnosing thecomputer problem.

Troubleshooting C-3



Accessing DPSThrough ComputerSetup

When the computer does not power-on properly you should useComputer Setup (F10 Setup) to access the DPS program. Toaccess DPS, perform the following steps:

1. Turn on or restart the computer.

2. When the F10 Setup message appears in the lower-rightcorner of the screen, press the F10 key.

✎ If you do not press the F10 key while the message isdisplayed, you must turn the computer off, then on again,to access the utility.

A choice of five headings appears in the Computer SetupUtilities menu: File, Storage, Security, Power, and Advanced.

3. Select Storage→IDE DPS Self-Test.The computer screen will display the list of DPS-capablehard drives that are installed on the computer.

✎ If no DPS capable hard drives are installed, the IDE DPSSelf-Test option will not appear on the screen.

4. Select the hard drive to be tested and follow the screenprompts to complete the testing process.

When the test has been completed, one of three messages will bedisplayed:

■ Test Succeeded. Completion Code 0.

■ Test Aborted. Completion Code 1 or 2.

■ Test Failed. Drive Replacement Recommended. CompletionCode 3 through 14.

If the test failed, the completion code should be recorded andreported to your service provider for help in diagnosing thecomputer problem.

Index I-1

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INDEX

Aaudio problems, solving, 1-9

Bboot modes, 1-1

CCD-ROM problems, solving, 1-15CMOS

resetting, A-5CMOS, clearing, A-5Compaq Diagnostics for Windows, B-1Complete Test, B-3computer setup, 1-1configuration memory, clearing, A-5Custom Test, B-3customer support, 1-17

Ddiagnostic testing, B-3Diagnostics for Windows, B-1disk problems, solving, 1-5DVD problems, solving, 1-15

Eerror codes, 2-1

Ggraphics problems, solving, 1-7

Hhardware installation problems, solving,

1-10

IIntelligent Manageability, 1-16Interactive Mode, B-3

LLocal Alert Pop-Up Dialog, 1-16

Mmemory problems, solving, 1-14

Nnetwork problems, solving, 1-11

Ppasswords, disabling or clearing, A-2Plug and Play, 1-10power-on password, A-1Power-On Self-Test (POST) messages,

2-1

QQuick Test, B-3

Rreconfiguring the computer, 1-5, 1-10

SSCSI problems, solving, 1-14setup password, A-1software problems, solving, 1-15solving general problems, 1-3

I-2 Index

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Ttroubleshooting

audio problems, 1-9CD-ROM problems, 1-15contacting Compaq customer

support, 1-17disk problems, 1-5DVD problems, 1-15graphics problems, 1-7hardware installation problems, 1-10helpful hints, 1-2memory problems, 1-14network problems, 1-11SCSI problems, 1-14software problems, 1-15solving general problems, 1-3

UUnattended Mode, B-3

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